Running any CA Service Desk Manager (CA SDM) command results in a Visual C++ error "Debug Assertion Failed"

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

If you run any CA Service Desk command, such as pdm_configure, pdm_status etc., the following error appears:

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Environment

CA Service Desk Manager 12.x, 14.x and 17.0All Supported Windows Operating Systems

Cause

Improper file format of the NX_ROOT\NX.ENV file

Resolution

The reason why this error appears is because the NX_ROOT\NX.ENV was edited manually and was not saved in the right encoding.

If the file is saved in "UTF-8", "Unicode" or "Unicode big endian" encoding, the Visual C++ error will appear. 

The supported and correct encoding format for the NX.ENV file is "ANSI". 

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Once the NX_ROOT\NX.ENV file has been saved with the proper encoding and the CA SDM services recycled, the error will no longer occur when attempting to run CA SDM commands.

 

Additional Information

TEC612988 - Best Practice when doing Changes to NX.ENV: using the 'pdm_options_mgr' command